Joe Marconi

What a "sense" of humor. l listened to the video a few times!

Free Maintenance is actually built into the price of car, plus the dealer and the car makers know that if you bring in more customers you accomplish a number of things: the chance to up sell, the chance to create a long time customer, the increased channce to sell another car in the future. The marketing works and I don't like it. Xrax is right, how do you compete with free????

Many shop owners struggle when defining the purpose or the mission of their business. If we view our business as one that repairs and services cars, we are not seeing the bigger picture. Our business is defined by the value our customers see in us. Customers never buy products or services, they buy something much more important…they buy the peace of mind and the value you offer through the quality of your work and the level of service you provide. If you want to grow your business; listen to your customer, understand what the customer likes and more important, dislikes. Find out what your customers consider is most valuable about your products and service. Understand your customer and watch your company grow!

More and more new car dealers are jumping on the band wagon and offering free maintenance or a low cost maintenance plan with new car sales and used car sales. When you factor in the longer warranties, an added maintenance plan may keep your customers going back to the dealer for a longer period of time. I do not like leaving things to chance. The new breed of dealers left behind after the economic dust settles will be an aggressive bunch, having the support of the car maker behind them. Should we worry? Should we find a way to compete? Should we wait and see what happens? Like to hear from you…

I searched The US Department of Labor Web site and found the information you need. Here is the link...Good luck! U.S. Department of Labor - Wage and Hour Division (WHD) - Family and Medical Leave Act

This is a tough one. I'm hopping that another member has had to deal with this situtaion before. If not, we need to do some research. I will try to find out and get back to you.

Using a matrix will allow you to reach your overall profit margin. Let me make a suggestion to speak with your accountant. While the industry standard on part percentage profit falls in the range from 46-52 percentages, every business is different. It’s a delicate balance between being profitable and being competitive. Too high and we can price ourselves out of business, too low and the same thing happens. The main concept for a matrix is to sell parts that have a low acquisition cost at a higher list and parts that cost more will be sold at a lower list. Don’t get too caught up with suggested list from the parts house either, it’s just a guide.

We are seeing more and more vehicles that need the steering angle sensor calibrated after an alignment. Luckily my Hunter alignment machine has the ability to perform the calibration. My question is, how are other shops charging or not charging for this? Should this be part of the alignment? Should there be an additional charge. Afterall, the update and future updates are not free. And, it requires additional time to perform the calibration. Thoughts and comments?

When you say it's like the antitheft is preventing it from starting, what exaclty do you mean? What is the car lossing? Fuel? Ignition? Etc? Need a little more info. The only thing that was changed was the oil pump? Is there anything that could have been touched during the process?

I feel the same way. We cannot ignore social media or other forms of technology, especially when you consider that the next generation that will soon be our customers grew up in this technology/computer age.

I have read all those books as well....glad to see that you are an avid reader. That's another sign of leadership!

I know of the Tracs system but I am more familiar with Mitchell. Did you get any training on the program???? I know at first it will be a bit confusing and overwhelming, but in the long run it will pay off, trust me. It sounds like you have issue you need to have your Napa rep handle. Maybe there is an ASO member that uses Tracs???? Sorry I could not have been more help.

We had an Infinity I30 come in last week with cooling fans that would not shut off after they turned on at approximately 204 degrees, coolant temperature. There were no codes stored. This model uses 2 cooling fans with three-stage fan speeds. The car never overheated, but once the fans turned on, they stayed on until the car was shut off and the engine cooled down. We verified the coolant temp of the engine with a scanner; both readings (at the sensor and scanner) were within 5 degrees of each other. We followed the diagnostic flow chart and all looked normal. When we felt the bottom radiator hose, it was not as hot as we thought it should have been. We replaced the thermostat and solved the problem. We got side-tracked a little thinking too deep into this and actually thought we could have a programming issue. It’s the same old rule…check the basics first.

Great jokes, nice to laugh...I am going to show the jokes to my wife...wish me luck!

You make a valid point and I think most of us has grown that alligator skin you speak of. What bothers me is that the customer who wants the job done cheaper will find someone to do it. Now the problem is...the customer can't tell the difference...how in the world are we ever going to change that?

Reading the Declaration of Independence gave me chills! Thank you for posting it. Gonzo is right we would have been there in 1776 and today 2010...side by side!!! God Bless America!

Become an Effective Leader! Every company needs an effective leader. Not someone that demands people to do things, that’s not a leader. A true leader gets the people in the company to do what is right for the company because they want to, not because they are told to. Leaders listen, they coach, and they become truly interested in the welfare of the people around them. It’s a daunting task at times, but it’s the job of every shop owner. What type of leader are you?

Jeff, it takes a real man to admit when 'he' alone is repsonisble for the world around him, and you are that man. Just one more thing to add; you mentioned faith and God, that will help you too. You need to be positve, it's not how hard you get knocked down, it's how quick you get to your feet and how you react that will make the difference. Enough said, no matter what happens from this day on, I know you are already headed in the right direction.

Once again Gonzo, valuable words of wisdom. Consumer education, while needed, takes a lot of time and effort. Some people can’t get beyond the price. I have never met a person who has told me, “No problem, go ahead with that 4 wheel brake job, I budget money every week for car repairs.” People would easily spend a few hundred bucks at the mall, but hesitate for set of quality wipers. Staying calm is another issue. If a person truly can’t afford a repair, just tell me…I will work with that customer. But it’s hard to tell the difference. If a person wants it cheaper because it just doesn’t want to pay the price, then we have an issue. Either we are not showing the customer the value of our service or the customer truly does not want to let go of his money.

Gonzo is right, it's not your fault....if we could we would be right there in the trenches with you. The key thing is to do something. My father (a World War II vet) said that in battle when all things seemed impossible and it looked liked the end was near, the only thing that kept most of them alive was to do something, anything. When you are pinned down with bullets whizzing past you, it's hard to make a move. But if you stay there trapped, you will surely die. In business the same is true. Just get out there, pound the pavement, go to every business, school, organization, church and hand out your business card. Do something, don't get pinned down! And please, use this forum as somewhere you can let off some steam and vent. It will do a world of good and actually, the process of venting may reveal possible solutions.

Jeff, I am not going to be one of those guys who will attempt to try to analyze your problem and give you a magic bullet. I have too much respect for you and that would not help matters. After reading your situation I truly believe that you are in a tight spot and it must be eating you up inside. I remember in the early 90’s when the whole world came crashing down on me and I could not make payroll. I good week was when I could pay my 2 mechanics, but still did not have enough money in the bank account to bring a check home to my wife and three little kids. We all know how humiliating that is for a man, don’t we. So please, with all due respect, I do know how you must feel and I wish I could help. Are there any other businesses or shopping mall in the area you can go to and try to work out a deal with them? Do you specialize in any area that you can market to other businesses or other shops? I am just trying to see if there is any way you can find new work.

Jeff, we have all been there. The auto business is so tough and can beat you up on the best of days in the best of times. What issues are you having? Is the high umployement? Is it that people are afraid to spend? Or?????

This is great information. I assumer with the changes you made the effeciency is greatly improved.

There is a lot of truth to what you say, but today with all segments of the auto industry...from quick lubes to transmission shops, to muffler shops and new car dealers....wanting of peice of our service pie, it is not getting any easier.

I do remember the Amphicar. That brings back memories.